Tech Support

[SpeedyRailgun 183]

 

 

By DarkOperative

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There is nothing anyone on the forum can do to make help desk reply to specific emails sooner - we simply can't. You need to wait for their reply like everyone else. You'll receive a ticket number right after contacting them, once you do it means your email is now pending. They'll check it once they get to it
 
There must be quite a workload for tech support due to the server outage recently - many players contacting them for such. Be patient and wait for them. Once they do reply, make sure you provide a wide enough answer which doesn't force them to ask you furthermore questions - answer "widely".
 
Nothing can be done here.

 

 

 

This may be more like a suggestion.

Tech support shoild split in groups- 

Lost items

Lost accounts

Username changing

And few more groups so we could recieve our answers faster.

Someone have to wait for weeks to get hes account back while in this time he gets bored and leaves tanki few others with simple questions is getting tech slower so others have to wait for it.

 

im waiting 12 days for my account and i have recived 3 messages (last one today) 

8 days ago they said they have recived my information about my acc and now they are checking info. Today they sent me the same e-mail.

 

I_Emerald_I is waiting 8 or 10 days to change hes username.

 

With splitting tech this could be done faster.

If username section is free, people from username section helps someone else who is bussy and stright away when someone needs to change username, they return to their section.

[DarkOperative 5,580]

We do not know how exactly do the help site employees do their work - we don't know if they have such system of splitting issues or not. Help site has been as it is for a good period of time now. What we know for sure is that they receive all plaints/emails form players cumulatively and work on the emails one-by-one by taking shifts. So they answer emails within their shifts.

 

We do not what their procedure for processing received emails is - whether or not they split the emails into different groups by their issue type. I do believe that Tanki's plan is to make the customer service easily reachable for the players. Main reason why there is only one address for customer service. Splitting the customer service into different types wouldn't make it easily reachable - especially for newbie players. Plus the same employees will be processing the emails since Tanki has no intentions to hire more employees for tech support(at least that's what we know momentarily). Splitting wont make much change.

[SpeedyRailgun 183]

We do not know how exactly do the help site employees do their work - we don't know if they have such system of splitting issues or not. Help site has been as it is for a good period of time now. What we know for sure is that they receive all plaints/emails form players cumulatively and work on the emails one-by-one by taking shifts. So they answer emails within their shifts.

 

We do not what their procedure for processing received emails is - whether or not they split the emails into different groups by their issue type. I do believe that Tanki's plan is to make the customer service easily reachable for the players. Main reason why there is only one address for customer service. Splitting the customer service into different types wouldn't make it easily reachable - especially for newbie players. Plus the same employees will be processing the emails since Tanki has no intentions to hire more employees for tech support(at least that's what we know momentarily). Splitting wont make much change.

There are a thing like filters. They can set it to automaticaly send e-mails such as Lost account to another e-mail. there are alot of ways to filter e-mails.

[Guest]

There are a thing like filters. They can set it to automaticaly send e-mails such as Lost account to another e-mail. there are alot of ways to filter e-mails.

Sorry, but we do not accept ideas related to Tech Support on Forum, not even in I&S section. If you want to suggest them something, contact them directly or use their "feedback" system (you are given a feedback link all the times you contact them).

[SpeedyRailgun 183]

Sorry, but we do not accept ideas related to Tech Support on Forum, not even in I&S section. If you want to suggest them something, contact them directly or use their "feedback" system (you are given a feedback link all the times you contact them).

Well its pointless.

im 100% they check those ideas like once in a year just like developers check ideas.

[lordmostafa 3,821]

Sorry, but we do not accept ideas related to Tech Support on Forum, not even in I&S section. If you want to suggest them something, contact them directly or use their "feedback" system (you are given a feedback link all the times you contact them).

Thank you Issho.

 

Closed.

[r_Damn_Slow0 12,476]

Hi,

 

Please accept our apologies for the added delays.  As you know, with the recent tanki outage, most notably The July 11th Tankopocalypse Saga, it was not just the game servers that were affected, but other part of our core system which directly impacted and reduced our help desk capabilities.  So we too suffered some outages on that end.

 

This led to a bit of a backlog growing up, and this was further accentuated with more and more players complaining about the outage itself.  Rest assured though, devs have already done a tremendous job at restoring our systems and we've since then worked through most of the correspondence received.  

In the unlikely case that we might have missed out on one of your emails, please do get back in touch with us by re emailing us.